Case Study: Relativity achieves seamless ITOps and faster incident resolution with Workato

How Relativity Created a Seamless ITOps Workflow with Workato

Relativity, an e-discovery platform used by over 150,000 people in 40+ countries, needed seamless ITOps to keep its software reliable and customers happy. Their stack—Salesforce, JIRA, New Relic and PagerDuty—wasn’t talking to each other, forcing manual reconciliation (about five hours a month for one manager), ad-hoc alerts, and heavy developer involvement to build custom integrations.

Using Workato’s point-and-click recipes, Relativity automated workflows that create and sync tickets between Salesforce, JIRA, PagerDuty and New Relic, push PagerDuty incident IDs back into JIRA, and update both systems as incidents evolve—without custom dev or devops overhead. The result: faster engineer response times, a full audit trail, roughly five hours reclaimed monthly plus 10–15 hours of developer effort saved, and improved customer service and organizational peace of mind.

Relativity

Ryan Puzzello

Atlassian Team Lead